Rollin’ Rollin’ Rollin’
Keep them trucks a rollin’
Servin’ the people
Who push the buttons
On my machines*
*read to the tune “Rawhide” by Frankie Laine, 1958.
Ride along. How many of you operators have had a ride along with a route driver? If the driver is like me, he leaves the warehouse early before the crack of dawn. We are on the road together to the first stop long before rush hour starts. This saves time and energy and the nuisance of waiting in traffic. Not many folks are up at that hour. Only those finishing the graveyard shift (11PM to 7AM) or beginning their work day early. Many of them will stop on the way out of work to buy a snack and a beverage before leaving for home. Many of them will stop on the way to work and buy a cup of coffee and a sticky bun for an energy boost before starting the work day. These are "the people who push the buttons on my machines."
The Route Driver Mindset
Route drivers do it all when at work to serve others who push the buttons on our machines. The route driver considers each machine a silent partner in the transaction that takes place to deliver what the people want and expect.
The interpretation of what the person who pushes the buttons on my machines is based on my knowledge of the position, and an understanding of what it means to deliver quality work and service as a route driver. Delivery of service and products by the driver, which is me. This affects the overall quality of service that my company provides for our clients.
Rollin’ Rollin’ Rollin’
Keep them trucks a rollin’
Deliverin’ the products
And a fillin’ and a cleanin’
Servin’ the people
Who push the buttons
On my machines
Each stop I must be accurate and do lots of counting – mostly products – in my machines (what products are needed to fill), and products on my truck. I also handle cash, so accuracy is essential.
My route has to be completed each day with timeliness, a certain speed, but also paying attention to details (e.g., traffic rules, speed limits, placing the products correctly in my machines, and 100s more). I make quick decisions. Looking into each machine, I decide what is needed to fill it, if it needs to be cleaned, and what I pull from the truck. Then I decide what I order at the end of the day to restock my truck. I do not have time to ponder decisions. I make them quickly based on my experience, knowledge, and what is best for the people who push the buttons on my machines.
My position requires thinking, thinking like the person who owns the machines as well as the people who push the buttons. Sometimes I have to balance the two. Which products do the people prefer? How can I convince our office who purchases our products for my machines that those people who push the buttons on the machines have certain tastes, and want certain choices? Sometimes I feel that those who purchase the products that we use to fill my machines really do not care what I think or know.
I have a good memory, and that allows me to keep track of hundreds of details each day, details about control of cash, counting, specifics of each machine and each client.
Rollin’ Rollin’ Rollin’
Keep them trucks a rollin’
Cleanin’ and workin’
And servin’ the people
Who push the buttons
On my machines
My knowledge of different products and different machine personalities is necessary for me to serve. I consider myself to be an organized person, one who takes pride in being able to juggle many balls at once.
I have a positive attitude, one that others pick up on. They like to be with me because of my outlook. I believe some of my positive attitude has to do with the way I was raised. Maybe the rest comes from being on my own even before I was a teen. Maybe this is why I really like being out on my route, alone each day. I invite you to join me for a ride-along.
The Take Away
As you can see, the route driver position is complex and requires much more than simply restocking of a vending machine. NAMA and MSU currently have a research study underway about route drivers to gather more information about this indispensable position within every vending, office coffee service and micro market operation. We want to understand route drivers more. We invite and encourage you to participate in our study. Please send an email to [email protected]. We really value your opinion and need your drivers’ and clients’ and your ideas. THANK YOU.
About the authors:
Ronald F. Cichy, PhD, NCE5, O.M. is a professor at The School of Hospitality Business at Michigan State University.
Greg Sidwell, NCE5, CCS, is president / CEO of G & J Marketing and Sales.
